Group trainer
Creative zone
مجموع سنوات الخبرة :3 years, 10 أشهر
Developed lesson plans, instructional materials and written practice
tests for training courses.
▪ Ensured proper tracking in newly created databases of all students
and instructors leaves, attendance, scores and overall performance.
▪ Created curricula, instructions, documents and written tests for
various types of training courses.
▪ Created and implemented new training initiatives such as online
modules, interactive software, language labs and online programs,
assuring continuous training to employees to promote long-term
excellence.
▪ Trained and mentored new personnel hired to fulfill various roles.
▪ Developed new training programs such as online modules,
interactive software, language labs and online programs and
provided constant training to staff to ensure long-term excellence.
▪ Traveled to client locations to conduct training classes.
Conducted Induction Training for the mobile front office agents in
several batches for new Front office agents.
▪ Training conducted for new products whenever they were launched
and the new Emirati plan which was a major plan introduced for the
Emiratis.
▪ Undergoing ‘Train the trainers’ program to be a certified trainer.
▪ Training conducted for floor supports periodically in Dubai on SLAs
and handling staff tickets for floor supports.
▪ Training steered for NBA tools and Offers for the entire Front Office
department.
▪ Part of the KMUCC project on behalf of the Front Office Dubai to
enhance the internal knowledge base management.
Emergency Phone Check, and ensure that it remains manned at all
times during the day, including cover at lunchtimes.
▪ Monitoring of all call queues relating to the team ensuring that
escalated incidents are acted upon. Checking calls are the correct
priority and contain the correct information. Checking calls that
arrive in the team have been assigned correctly.
▪ Overall management of workload for the team Finding out what
individuals have planned for the day Reallocating workload /
resources as appropriate Cancelling of non-essential work (seeking
advice where relevant) Escalating any issues as soon as possible.
▪ Liaison with the team leader for the other team and Head of Desktop
Support Escalate important matters (as appropriate) in a timely
manner.
▪ Ensuring that the rest of the team are aware of any major incidents
or other important information.
▪ If another member of the team has an unplanned absence, their call
queues are managed, contacting customers and reallocating calls
that need to be dealt with. Check their calendar to look at any other
appointments and manage accordingly.
Obtained client information by answering telephone calls.
▪ Determined eligibility by comparing client information to
requirements.
▪ Informed clients by explaining procedures; answering questions;
providing information.
▪ Updated job knowledge by studying new product descriptions;
participating in educational opportunities.
▪ Digital Operations (Customer E-mail handling).
Liaising with clients via face to face meetings, email and the
telephone; researching a topic.
▪ Preparing briefs and commissioning research;
▪ Managing the distribution of surveys and questionnaires;
▪ Briefing interviewers and researchers;
▪ Liaising with survey staff;
▪ Using statistical software to manage and organise information;
▪ Monitoring the progress of research projects
National Bonds
Marketing Researcher
3 weeks
▪ Helping out with the day to day activities
▪ Assisting the event manager
courses: Ministry of UAE. Foundation Course
Management
courses: Six Sigma Green Belt Project Management Digital Marketing